In the event of another call coming in while you're on the phone, what is the recommended action?

The recommended action in this scenario is to ask permission to place the current caller on hold. This approach demonstrates professionalism and respect for the caller's time. By seeking consent before putting them on hold, you maintain clear communication with the caller, allowing them to understand that you're attending to another matter while valuing their call.

Additionally, it keeps the lines of communication open, as the current caller might appreciate the opportunity to remain on the line until you can assist them further. This method aligns with best practices in customer service, particularly in healthcare settings like ophthalmology, where patient interactions should be handled with care and attentiveness. It also allows for better management of multiple calls without abruptly interrupting the ongoing conversation, which could lead to frustration for the current caller.